Security Associate

About the role

Kasa is looking for a Trust & Safety Specialist who contributes to building assurance within the Kasa community and helps to keep our community members safe. In this role, you will be investigating reported violations of house rules, coordinate cross-functional incident response, provide a resolution to escalated or potentially harmful situations, and assist in the prevention and detection of future risks. You will report to the Senior Program Manager of Trust & Safety and provide a consistent, caring, and empathetic response to the community members you will be interacting with directly.

Responsibilities

• Respond to inbound customer contacts and urgent incident types.
• Monitor in-unit technology and proactively contact community members who are violating house rules.
• Provide empathetic and caring support for community members who have had a negative experience.
• Complete thorough and detailed investigations by analyzing data from in-unit sensors and obtaining statements from community members to inform how Kasa responds to critical events.
• Utilize critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive situations and safety concerns.
• Coordinate with cross-functional partners to manage and resolve situations that place community members at risk.
• Identify and communicate potential risks for internal escalation and review from Safety leadership.
• Evaluate existing processes and inform the creation of additional best practices for the Trust & Safety program.

Requirements

• 3+ years of experience in a customer-facing Trust & Safety role.
• 3+ years of experience conducting investigations and handling urgent and high-priority issues.
• Knowledge and experience managing cross-functional incident response efforts.
• Default to active listening and capture details and responses in a clear, approachable, and actionable way in written and spoken responses.
• Hundreds of examples of results from sound judgment, most occurring through autonomously solving problems with minimal oversight.
• Expertise in de-escalation techniques and victim advocacy.
• Flexible and willing to work days when coverage is needed, which will include weekends and holidays to support the community.
• Experience working in the hospitality industry at some point in your career (preferred).
• Experience working in a fast-paced environment with consistent change (preferred